Exclusive insight report
Surge happens: How AI agents keep CX stable when volume explodes
Discover how to absorb surges with technology that scales infinitely and costs marginally.
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Inside you’ll discover
- The true cost of surge demand
Why traditional staffing models collapse under different, hard-to-avoid spikes and the hidden revenue you’re losing when abandonment rates climb. - The AI-powered alternative
How intelligent systems absorb surges by handling the front door, allowing your agents to focus on complex, high-value interactions. - Eight proven use cases for surge management
Practical applications from AI-mediated triage to real-time agent assist, each with implementation guidance. - Production-scale case studies
ClassPass has achieved 10x deflection rates and 24/7 coverage. Chime is delivering a 60% cost reduction while doubling customer satisfaction across 1M+ monthly interactions. - Strategic implementation framework
The architectural decisions and deployment strategies that build elastic capacity into your system before the next crisis hits.
Common questions
Our contact reasons are too complex for automation
The eight use cases in this whitepaper go far beyond simple FAQs. See how AI handles informed handover (gathering preliminary information for human agents), self-service integration (end-to-end fulfilment by integrating with business systems) and agent assist (real-time translation, response automation, next-best-action guidance). Chime's AI resolves 70% of interactions, including complex financial services queries.
We've tried chatbots before, and they frustrated customers
Rule-based chatbots and conversational AI agents are fundamentally different technologies. The whitepaper details how modern AI platforms use Agent Operating Procedures to bridge natural language and executable code, enabling complex problem-solving without rigid decision trees. ClassPass saw CSAT scores remain consistent as it expanded to 24/7 coverage, and CSAT across multiple languages reached parity with native English for the first time.
Implementation will disrupt our operations and take months
The whitepaper includes deployment strategies that deliver measurable returns in weeks rather than quarters. Learn how organisations achieve rapid deployment through no-code tooling and direct integration with existing knowledge bases, support tools and internal systems. The focus is production results, not proof-of-concept theatre.
